Customer Experience Manager

FinTech People; Nottingham; On-site; GBP 55,000 - 65,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead their customer service team. This dynamic role focuses on enhancing customer satisfaction and loyalty through effective leadership and innovative strategies. As a pivotal figure, you will analyze customer feedback to drive improvements and develop training programs that empower your team. If you have a passion for outstanding service and a track record of success in customer experience management, this opportunity is perfect for you. Join a forward-thinking company dedicated to excellence in customer service and make a significant impact on the customer journey.

Qualifications

• Proven leadership experience in customer service management.
• Strong analytical skills to interpret data and make decisions.

Responsibilities

• Lead and motivate the customer service team for high performance.
• Develop strategies to enhance customer experience and satisfaction.

Skills

Leadership in Customer Service

Analytical Skills

Communication Skills

Project Management

Job description

Direct message the job poster from FinTech People

Director - FinTech People - Specialist FinTech Operations Recruiter - Contact me for our 2025 FinTech Operations Salary Report

Customer Experience Manager - B2B Customer Service - Continuous Improvement

3 days per week in the office - Monday to Friday - £55,000 - 65,000

The Customer Experience Manager plays a pivotal role in enhancing customer satisfaction and loyalty by overseeing the customer service team and ensuring exceptional service delivery. This position requires a proactive leader who can effectively manage, analyse feedback, and implement strategies that improve the overall customer journey. The ideal candidate will possess strong communication skills and the ability to work collaboratively across departments to create a seamless experience for our client's customers.

Duties

1. Lead and motivate the customer service team, providing guidance and support to ensure high performance.
2. Develop and implement customer experience strategies that align with company goals.
3. Analyse customer feedback and data to identify trends, areas for improvement, and opportunities for enhancing service quality.
4. Communicate effectively with customers to resolve issues and gather insights for continuous improvement.
5. Manage relationships with key stakeholders to ensure a consistent approach to customer experience across all touchpoints.
6. Train and mentor team members to foster a culture of excellence in customer service.

Experience

1. Proven leadership experience in customer service management and continuous improvement.
2. Strong analytical skills with the capacity to interpret data and make informed decisions.
3. Excellent communication skills, both verbal and written.
4. Experience in developing training programmes aimed at improving team performance and customer satisfaction.
5. A track record of successfully managing projects that enhance the customer experience.

This role is ideal for an individual who is passionate about delivering outstanding service and has the drive to lead a dynamic team towards achieving excellence in customer experience.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Management

Industries

Business Consulting and Services